Customer Support Team Manager - Inbound Contact Centre

Sky Service Product - RM-Sky Channel-Contact Centre Inbound

The Sky Service Product RM will play a vital role in our Sky Channel-Contact Centre Inbound department, overseeing a team of customer support executives. Your primary focus will be to enhance customer satisfaction and loyalty by providing efficient and effective support. You will lead, train, and mentor your team to deliver an exceptional customer experience, ensuring a seamless journey for our valued customers.

• Lead and manage the Sky Channel-Contact Centre Inbound team, setting performance goals and providing regular feedback.
• Ensure customer inquiries are resolved promptly and efficiently, maintaining high satisfaction levels.
• Train and mentor customer support executives, fostering a culture of excellence and continuous improvement.
• Monitor and analyze customer feedback, identifying trends and implementing strategies to enhance the customer experience.
• Collaborate with other departments to streamline processes and improve overall customer support efficiency.
• Stay updated with industry trends and best practices, implementing innovative solutions to enhance support services.
• Maintain a positive and professional work environment, promoting a customer-centric culture.
• Ensure compliance with company policies and procedures, maintaining high standards of data security and privacy.
• Conduct regular performance reviews and provide career development opportunities for team members.

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 3 years of experience in a customer support leadership role, preferably in a banking or financial services environment.
• Proven track record of successfully managing and motivating customer support teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong problem-solving and analytical skills, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Willingness to stay updated with industry trends and best practices.
• Flexibility to work in shifts, including weekends, as per business needs.

Experience Level

Mid Level